Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
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Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
Former Lowe's VP Reveals the Million $ Mistakes Killing Your Website Conversion with Mike Shady
The Frictionless Experience
52 minutes
1 month ago
Former Lowe's VP Reveals the Million $ Mistakes Killing Your Website Conversion with Mike Shady
One of our most popular episodes ever was our very first episode with Mike Shady, so we're bringing it back in celebration of our two-year anniversary to make sure everyone has a chance to hear this timeless gold from Mike - because every step up the customer loyalty ladder builds trust, but one misstep can send you crashing to the ground.
Join hosts Chuck Moxley and Nick Paladino as they revisit their debut episode featuring Mike Shady, former Senior VP of Online at Lowe's and 15-year Home Depot veteran. Now Chief Digital Officer at Staples, Mike shares hard-earned wisdom about creating frictionless experiences when digital and physical worlds collide.
From appliance delivery disasters to JavaScript crashes that break add-to-cart buttons, this episode reveals why being your own customer is essential for identifying friction.
Key Actionable Takeaways:
Be your own customer and shop your own site regularly - The easiest way to identify friction is to experience your customer journey firsthand, from purchase through delivery
Create different digital experiences for different customer segments - Pros shop completely differently than DIY customers and need tailored functionality like reorder capabilities and bulk purchasing tools
Build systems to catch problems before they impact customers - Thousands of things can go wrong with major e-commerce sites, so proactive monitoring and quick recovery capabilities are essential
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Chapters: (00:00) Introduction (03:00) Mike's background at Lowe's, Home Depot, and customer-first mentality( 06:00) Defining site aesthetics and the importance of functionality (09:00) Being your own customer - The power of shopping your own site (12:00) The customer loyalty ladder analogy - Higher climbs mean harder falls (15:00) Creating separate experiences for pros vs DIY customers (17:00) Measuring impact when all five friction forces are changing (20:00) Real-world example - When releases look great but break checkout (24:00) Success story - Finding and fixing friction that was hiding products (26:00) What companies get wrong - Thinking they know best without testing (28:00) The importance of using customer terminology, not vendor jargon (32:00) Visual search solutions and vocabulary challenges (36:00) JavaScript crash example and site reliability engineering (38:00) Proactive friction identification and conversion funnel improvements (41:00) Common misconceptions about knowing what customers want (43:00) Vendor terminology vs customer language challenges (46:00) Final thoughts on customer focus and being ready for problems (48:00) Conclusion
The Frictionless Experience
Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
